V Morgan Technologies Service Level Agreement (SLA)
Service Level Agreement
V Morgan Technologies knows how important web site availability is to our clients. Whether it's ensuring your business web site is always available for your clients and employees, or ensuring your family web site is always ready to show your family pictures to all of your distant family and friends. We treat every website with the same qualty and service it so rightly deserves. To ensure that quality of service and show how confident we are in our services, we are offering a 99.9% web site service level agreement (SLA).
Coverage
This SLA applies to all of the following V Morgan Technologies web hosting plans:
- Personal Plan
- Business Plan
- Deluxe Plan
- Enterprise Plan
- Custom Plan
In order to receive SLA credit, all web hosting accounts must be current with no past due balances owed. Web site availability is defined as a 24 hour day and 30 day month that your web site is available for all HTTP requests as reported by HyperSpin.com. Hyperspin is a third party uptime monitoring company that is currently contracted to monitor all of our servers at 1 minute intervals to ensure that all V Morgan Technologies clients are receiving the highest quality in availability reporting and also by utilizing a third party monitoring service, will ensure that we are not trying to manipulate the availbility percentages in our favor (i.e. - we monitor at 1 minute intervals as to where other web hosts will base their availibilty from 15 minute or even 30 minute intervals to show a higher availibility rating - by doing this, if their server goes down in between the intervals their downtime will not be counted). If you would rather sign up for a monitoring service to monitor your web site directly, you can do so. But in order to qualify for the SLA credit, your web site HTTP requests must be monitored through Hyperspin.com.
Service Level
V Morgan Technologies guarantees 99.9% web site availability for all HTTP requests per calendar month on all of the above mentioned web hosting plans. By doing this, it allows for 43 minutes of non-consecutive service outages per month. The SLA is subject to the following conditions and exclusions:
If the web site availibility of a client's web site is less than 99.9% as reported by HyperSpin Uptime Monitoring, V Morgan Technologies will issue a credit to the client's account to be used with future bulling in accordance with the following schedule, with the credit being calculated on the basis of the monthly service charge. If the client opted for the quarterly, 6 month, or yearly payment plan, the credit will be based on the equivalent monthly recurring charge:
Uptime / Guarantee SLA Credit:
99.9% / Guaranteed
99.8% / 10%
99.7% / 20%
99.6% / 30%
99.5% / 40%
99.4% or Less / 50%
Exclusions and Conditions
In addition to the above conditions, V Morgan Technologies name servers must be used in order to qualify for the SLA credit. You cannot use third party DNS services due to not being able to identify if the outage was caused by their services being down or V Morgan Technologies'.
This SLA does not apply to service outages caused by or associated with:
- Circumstances beyond V Morgan Technologies' reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike, or other labor disturbance, interruption of or delay in transportation, unavailability of or interuption or delay in telecommunications or third party services, failure of third party software (including, without limitation, ecommerce software, payment gateways, chat, statistics or free scripts) or inability to obtain supplies, or power used in or equipment needed for provision of this SLA;
- Failure of access circuits to the V Morgan Technologies network, unless such failure is caused solely by V Morgan Technologies;
- Scheduled maintenance, including upgrades, emergency maintenance;
- DNS issues outside the direct control of V Morgan Technologies;
- Issues with FTP, POP, IMAP, or SMTP customer access;
- False SLA breaches reported as a result of outages or errors of any V Morgan Technologies measurement system;
- Client's act or omissions (or acts or omissions of others engaged or authorized by the client), including, without limitation, custom scripting or coding (e.g. - CGI, PERL, HTML, etc...), any negligence, willfull misconduct, or use of the services in breach of V Morgan Technologies' Terms Of Service (TOS) and Acceptible Use Policy (AUP);
- E-mail or webmail delivery and transmission;
- DNS (Domain Name Server) propagation;
Credit Request
In order to receive an SLA credit, client must open a ticket in the help desk within seven (7) days that the SLA dropped below the 99.9% mark. The applicable credit adjustment will be made to the client's account once verification of uptime report had been confirmed.